Empower Your Business with a Customer Service Management System in Australia

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good afternoon everyone and welcome to this webinar about servicenow customer service management organized by asb i am cornell inside sales representative at asp and i'll be welcoming you to this afternoon's webinar the goal of this webinar is to inform it professionals who want to discover the possibilities of the csm module within servicenow and for this reason we'll share some insights into the exciting features that come along with this module before we start i want to verify if you can hear me clearly and see my screen clearly you can confirm this by sending ok or a thumbs up in the chat window or through the chat window so let's see if you can get some confirmation on that okay seems to be fine okay uh for your information you can also send us questions in this chat window uh these questions will then be answered after the webinar and lastly do be aware that this webinar is being recorded okay so maybe a short introduction about asp so who are we actually for those who might not know us that well here is some background information on us historically speaking asp is a system integrator and managed service provider however over the past few years we've decided to put a bigger emphasis on cloud solutions and that is why now we've become a fully fledged servicenow premier partner with its own team of on the one hand side servicenow developers but also consultants now we just want to help organizations to digitally transform by providing new ways of working which enable these businesses to work more efficiently across departments and applications and all this is done really by means of process or work workflow automation cloud integration as well as software intelligence this evidently includes service now but also other cloud platforms such as boomi and dynatrace and really by offering these future-proof services we want to help organizations to really understand their context of work being what employees and customers do and what they need so coming back to our historical background and thus experience as a managed service provider this really enables us to face technical integrations or even technical proper problems concerning for instance servicenow with the utmost confidence okay that was us in a nutshell um let's kick this webinar off uh by going over the agenda for today so firstly it was foreseen that our colleague mark from servicenow would briefly take you through an introduction about servicenow due to technical problems he's not able uh to join for the moment um after that and now it will be just one person since our colleague hans will take over his spot there will also be given a general overview of the customer service management module and then thirdly our colleague florence will give you a short demo on one of the csm features called awa or advanced work assignment and with this info you'll know what features come with on the one hand side service now but also we'll be digging deeper in the cdsm module of course after all this this time for questions so we'll be organizing a q a so don't hesitate to ask your questions during the live event okay it's been a very nice welcoming you all to our webinar and now my colleagues will take over and guide and tell you all about servicenow and the csm module i'll see you back at the end of this webinar uh so hans i think the floor is yours yes thank you cornell for the the introduction so also from my side very welcome a very warm welcome to our webinar so i am uh hans van der elst and um i look after our servicenow practice within within asp um today as cornell mentioned we have a slight technical issue with uh with mark not able to join us so i will start my presentation or my part with this slide which is a very busy slide but a very important one and the purpose of this slide is to introduce the servicenow platform to you so what is the what is the platform so on top of the the slide you see the different entry points for customers because it's all about providing service to customers and this because these customers can be internal or external customers so when we say internal customers it's the the employees of a company external com customers or external partners or people we provide service uh we provide services for that are not internal to a company and on top you see the ways of interacting with a service department so it can be mobile via mobile application or via sms can be via the web all browsers are supported can be via conversational tools like a slack messenger any social collaboration tool existing on the market today in the middle you see the platform with all the platform capabilities such as workflow a workflow engine integration options machine learning artificial intelligence all these cool uh these cool stuff it's cool things and these platform features are used by different applications on the platform and one of the applications is customer service management and that is the one that we will be focusing on today you see their service now tends to call them them workflows so it workflows employee workflows customer workflows and then on the the right hand side you have the app engine because the platform all these tools are available in the platform allow you also to create your own business logic or your own flows or your own applications if they're not existing natively on the on the platform as an application and then on the bottom of the slide you see the um let's say the real reason why we call it the platform of platforms because it can integrate with other tools or platforms or solutions that you have in your in your environment it can orchestrate to these solutions so think of creating a purchase order into sap for instance when the stock of a certain product goes below a certain threshold you can launch automatically an order in your erp system you can also of course read from external systems if you have your id environment available in another let's say or you can read your you can populate your what you call cmdb from other systems you can read from from other systems so it's two ways reading from or getting information from other systems and orchestrating towards other systems so that's why we really call it the the platform of platforms so you interact with your your customers you have all the let's say the magic and the business logic happening in the middle and the orchestration or integration towards other systems because it's important that you understand we don't replace your erp we don't replace your crm but we integrate with these other uh these other platforms that's why we tend to call it the platform of platforms this is a very high level overview of what the servicenow platform is and as said previously today we will focus in this uh this webinar on one of the uh native existing applications on the platform which is called csm which stands for customer service management and we um well i would like to start the let's say the customer service management part with something that a customer told me once she said customer service is what happens when the customer experience fails and the challenges are getting let's say bigger and bigger every day and the the challenges mentioned on this slide they can arise from different points in a customer journey so it can go from a broken service or product to uh to a billing error the list goes on and on and an unhappy and sorry an unhappy customer today has let's say a broader platform than some years or some yeah some decades ago because yeah think of all the the posts on social media pages of of companies so you have access as a customer to let's say the the way the entire world to to to mention your complaints or the fact that you're not happy with with a certain service and also companies themselves they can make it easy to let go they can make it hard for themselves to provide excellent customer service so think of siloed operations when teams aren't working together customer problems they simply take take longer to solve and in addition it makes finding and addressing the root cause of issues almost impossible reactive service while there will always be let's say a reactive part or a reactive um reactive nature to customer service but when you as a company only focus on this reactive uh part you will get into real problems when they're like really big uh incidents or cases that are that are coming up so you will not be able to to to manage your service department correctly if you only focus on that reactive on that reactive part limited service channels well customers today they have a preferred method of interacting with their with their service provider or on the way they they seek service and when at the company you limit yourself to only staffed or live only channels that are only available certain days and hours this really frustrates customers and measuring the the cost of poor customer service is is difficult however the impact is clear let me share some some numbers with you you see here percentages of customers who are willing to abandon a product after one bad experience and this even goes up to 60 percent after two bad service experiences but luckily this also works in the in the other direction so 69 percent of customers they say that they will spend more with a company offering good customer service and even customers are willing to pay 16 more on products and services with great experiences and 9 out of 10 customers they share their service experience with others now what are the the solution or what is the solution to tackle the challenges uh mentioned earlier well true customer service management takes a different approach to customer service versus traditional crm systems well it's i mean think about it crm is all about engaging with the customer and recording that interaction it is not trying to do much more than that and with servicenow customer service management we really bring front end middle uh front and middle and back office uh back office teams together so we don't just throw an issue over the fence to uh to a different team we really seek for that cross-departmental collaboration by providing all teams the right information at the right time proactive service think of proactive service it's it's really a game changer so detecting an issue before the customer is even aware of it i mean if you can and if you can then immediately remediate the the issue that's even better but if you're not able to do that you can already proactively communicate with your customer or with customers that are affected by by the problem in a proactive way that's really really important and a key differentiator towards other other solutions um instantly handle common customer requests well if you can provide like self-service options for your customers for the more common ones or what you can tend to call the more easier requests this will not only improve the customer experience for that customer but it will also take or make time available for your agents in working in your customer service department so i mentioned bringing front middle and back office teams together but what does that really mean let's let's have a closer look so by working together issues they get resolved permanently so processes they can also be be automated across teams thanks to built-in workflows and playbooks that are existing in the uh in the customer service management solution from from servicenow which results in really simplifying and speeding solutions for your for your customers and when um a problem requires certain skills and skills and knowledge issues they can be automatically routed to the right uh employees the most qualified employee with advanced work assignment and that is actually the topic that flora will cover right after my after my part so i will not go into into too much detail on that one now but the fact that you can immediately let's say put the the incident or the issue at the right person this really increases that first contact resolution rate so you don't have the the incident or the case or the problem going forward to to different to different teams and problems happening are they rarely unique so what's that situation so when that is happening that customers the same problem is happening for uh for multiple customers major issue management well that helps manage that process of um closing the book on that problem by managing similar cases as a single case so you don't have to uh to go into every single case from every customer you can simply add them to let's say a major case and then the communication happening in that major case is sent towards all the impacted customers we talked about proactively addressing customer customer issues well with servicenow customer service teams they can get an advanced warning when uh on a problem and preventing downtime when the health of a customer's department really is um is impacted because it's it's monitored uh the entire time and these potential issues they are identified early in the in the process and that means that they can be addressed before the customer even notices them and sometimes um i mean a problem is inevitable inevitable and the customer will get impacted but thanks to knowing that upfront you can make use of existing communication plans in the in the platform that the customer gets the right communication at the right time you can also have like different levels of communication so certain people getting certain notifications within the customer all that uh is uh is possible and then the third point that i will uh go a bit deeper that will cover a bit deeper is that handling of common customer requests so this will allow for agents to to have more time to to actually speak to customers because some customers they don't mind working or interacting via a virtual agent they know they clearly see it it's virtual it goes faster they can based on the input from the the agent select certain certain steps they know that they're interacting with a virtual agent and they just want to be helped fast but then you have other customers who also want to be to be hurt they want to to feel that that empathy from their service provider and if you take away all this let's say common customer requests via virtual agents uh for customers that are not uh i mean that don't have the need to talk to a real person well all this time simply getting more your agents getting more time more free time to handle the customers that really require this let's say this human interaction because that is something that even though it's uh artificial intelligence a lot is possible but a virtual agent today is not able to provide that same empathy as a true uh true human being human being uh i would say so we have been talking about the importance of a good customer service customer service department or good working customer service team the importance for the company is clear but of course it has also an impact on the agents themselves and actually we see that the role of an agent um today is uh is changing so we see that indeed the easy transactions they are more and more handled by um by automated self-service so customers there's no interaction anymore with the human being on the other hand products that are being sold are getting more and more complex more options are uh are brought into into products so an agent really needs to uh to have a deeper knowledge on the the products that this company uh is uh is providing to customers and also these all the channels mentioned before so we have cases coming in via all different ways that requires extreme multi multitasking of the of the agents and in the end this customer service is almost the only differentiator you have in global communication when your product is available via different let's say online platforms the same product well it's then really with that customer service that that you can make the difference compared to compared to competitors and this is why we we need to give our agents what we tend to call superpowers a few of them are listed here on the slide so we try to provide an efficient workspace to our agents powered by artificial intelligence we mentioned that advanced work assignment well we provide omnichannel multitasking possibilities for the agents we make it easy for them to look up and verify information when they need to and you can have like advanced case status tracking and notification mechanism to send out notifications when an action uh on a certain case is is needed so this is a look on that on a workspace of an agent so the purpose is that an agent does not need to switch different applications to uh to work on a case an agent also gets the relevant information provided in one screen and while we say relevant information it's not only relevant information about a customer but of course also relevant information about previous similar incidents and possible solutions for that incident so the right information out of the knowledge base is presented directly to the to the agents and in the end this will also free up some time sometime for them advanced work assignment for now we'll we'll go deeper deeper into this one so i will not i will not go into this now that only channel multitasking interaction well you see here that for instance when the virtual agent or when the customer says okay this will not or i'm a bit getting lost with the virtual agent we don't find the solution and you can have the option to select being transferred to a real agent well it's important that that agent when the case gets transferred from the the virtual agent that that agent has a perfect view on what was said previously in the individual agent so that the customer does not have to to repeat what was already mentioned in the in the conversation with the chatbot or with a virtual agent so we have uh here also the uh of course the the integration options with uh telephony systems that's also also provided to make it to make it easy for the the agent to be able to deal with these cases coming in from from different different ways i would say we mentioned that lookup and uh verify so when we try to to put as much information possible in one screen for the for the agent but when it's when it's certain information is not there or need to verify uh something else on that customer we make it easy for them to find that information so an easy lookup and verification option in the in the platform is available for for the agents also case action status we can highlight you see here on the screen some some blue and red red dots meaning that these cases need extra attention or they are they are blocked by a certain task not being being handled already by another team as we mentioned previously we try to really go into that cross-departmental collaboration so different departments working together well you need to know if something is or you need to do something that's dependent on other tasks that is not already not or not not already been taken care of you should be aware of that and that information is also presented to the agents in their in their in their workspace so all information in one place and of course you can also um set up notifications that you get notified not only in your uh working environment in your servicenow environment but also on a mobile application you can get notifications when a certain case is reaching the sla breach times etc it's also possible of course to to set that kind of communication to set that up and of course we cannot um talk about customer service management without mentioning the famous machine learning so this this as mentioned before this really is a platform feature um that's one of the the strong points of service now and it allows to to get information out of the platform for instance to show or to tell an agent that there were similar cases or other cases that are relevant for this one and maybe get that um the the the what what what resolve the previous case you can also present that to your agent can help them to also uh solve that particular one that they are working on uh working on at that time bringing the needed knowledge out of the knowledge base presented in a nice way you see it on the on the slide side by side view so no uh no clicking to to a separate knowledge base etc the needed information or the useful information is presented in a nice uh a nice user interface for the agent and then with workflows and without mentioning the previously mentioned playbooks there are also recommended actions for the agent to take next so if a certain a certain case or certain problem is happening there exists playbooks that guide the agent to the right to the right solution all this intelligence is is available in the the platform thanks to things like machine learning and artificial artificial intelligence and i think this ends my part so with this being said with this introduction to to customer service management from servicenow is now time to to switch to to floral as for now we'll uh dig a bit deeper into one of the the the features which is advanced work assignment so far go ahead the floor is yours yeah thank you once so hello everyone thank you for joining us today um i will just remove it uh so my name is floren palvash and i'm working as a servicenow consultant for asp and today i will try to show you why i deeply believe that customer service that's advanced work assignments is one of the best feature that you can find in the customer service management application so first of all in customer service management different ways can be used to root and assign questions issue requests from both consumers and customers uh the first way to do so will be via assignment rule um allowing teams to share casework from a single queue or an assignment group list based on three criteria the first one will be the applies to criteria so basically when does the rule apply for example for a specific category of case the second one will be the assigned to criterion so the specific group or user that will be in charge uh of the case uh and finally the scripted criterion for more let's say imaginative kind of plan second one will be the assignment workbench this is the second way to assign or route as i said questions or requests from the customers and consumers this will enable customer service manager to assign tasks to agents in fact assignment workbench will provide a ranking of agents based on three core three core criteria the availability the capacity and finally the matching skills of the agents and thanks to this the manager will be able to access a small icon next to the assigned to field in a case so that it will open a pop-up view and you will have the the view on the ranking and will be able to assign an agent manually on a task but the real question is what if you don't want to do that manually but you want to do it automatically and this is where advanced work assignment comes into play um because indeed whenever you will need to the system to push high volumes of cases out to agents you will need advanced work assignment to deal with it so basically this is the core view of the working of a advanced work assignment so customers will use different service channels to request service for example we added chats cases work up centers incidents and stuff like that then the request from customers will create a case task and interaction records that will store the information of these objects and these objects are called work items in the customer service management application after that lwa will automatically route the work item towards the right cues knowing that queues are focusing on certain types of support for example if you want a specific support for specific products for specific kind of cases for example critical cases a vip chat and stuff like that and after that based on availability capacity and skills assignment rules work item will be assigned to the right agents um after that agents will be able to access their agent workspace and from their agent workspace they will be able to accept or reject our work items and if rejected this will be automatically re-routed to another agents and in the case that a group is fully overloaded or is not available at all then the agent poll can be expanded to another group a group b as you can see on the on the slide um based on a queue's priority so basically what are the key milestones that we should keep should keep in mind sorry um about uh the advanced work assignment feature so first of all um advanced work assignment will automatically root and assign work items to the agents based on availability capacity skills but also shifts as from quebec this is a new feature this will allow to push the work to qualified agents using different criteria agents agents then will be able to accept or reject these work items uh from their uh agent workspace and uh finally all of this will will be done automatically and not manually so what i propose now is that we dive deep into a demo directly so let me just share my other screen so this is my personal developer instance and i will try to show you why advanced work assignment uh is so powerful ing to me so first thing that needs to be done to have access to this feature is uh to the right plugin so the csm plugin the full package um then what what is important to know is that there exists three roles that will be at the very center of everything let me just try to enter it the first one will be the awa agents this one is very important because it will allow the agent to receive work items in his inbox then we'll have the awa admin one in order to you know configure administer uh across all channels and finally the awa manager uh in order to monitor performance uh across all service channels so for the presentation today um i decided to base it on a specific product namely the smart cool products so we've got two types of smart cool the first one the sl 100 it's just a bit different compared to the sl200 just a difference in the the touchscreen so let me open it and show it to you [Music] yeah it's a it's a bit slow sorry for that okay so basically smart cool sl 100 is a photo smart fridge with 5 inch touchscreen display and the smart cool 200 is just a bit different because uh of the size of the touchscreen then um i will show you how to implement it so the first things the first thing to do is to take care of the service channel basically here we you we will use uh the one for cases um so i will just enter this so this is a service channel form so in fact you will need to set a short description to choose the table the table will store the service channel record so here whenever an agent will enter a request for a product this will be stored into the case table then you will be able to set um a set of conditions of course but what is really important it's the default capacity because it will um it will determines uh the number of cases um an agent can work on at the same time but if you want some some agents to be able to work on more than the default capacity this is possible via the agent capacity override so for example if a specific agent can work on 20 cases at the same time you can do it via the agent capacity override um also the queues as i mentioned before this is um what supports a specific type of support so i will just enter this one i created this one especially for the smart code products so well i will just enter it so on this form you will be uh you will need sorry to uh choose the right service channel so the case one in this case uh to set up the schedule the order this is really important for um flowing queues in case of groups are overloaded you will need to set the short description as the usual answer is now um and finally very important thing uh this is what define the queue so the work item rooting conditions here i set it up so that it's only um available for smart cool s101 and smart cool sl 200. so only for those two products uh agents part of uh the group i showed you before will be in charge of those two products and after that you will need to set up uh assignment eligibility so this is the place where uh we need to do the match between the groups in charge and the agent assignment rule so here i'd show i've chosen the group i showed you before so the smart go consumer service support um and the assignment agent assignment rule i will just enter it okay so this is where we are going to choose the assignment rule so you will need to choose between last sign and most capacity last assign is based um on the fact that agents um who didn't work on on cases lately will be assigned work first most capacity is really based on the availability of agents at the moment regarding rejection handling um this will determines whether or not an agent has the possibility to reject or not a work item in his inbox and the reassigned timeout will determine the time he has to accept or reject it otherwise this will be as i said before reroute it to another agent also the skill and link so here i decided that i wanted to base my assignment rule on skills so depending on the skills of my agents the work item will be rooted towards one agent or another so this is it for the assignment rule then what is really important to know is that as i was mentioning it also exists the advanced uh the assignment workbench sorry and to make the assignment rules of advanced work assignment work you need to deactivate the assignment rules of the routing and assignment module otherwise this will take precedence on the advanced work assignment one so let me just show you um the group itself so the group i created as i said is this my called consumer service support and in there in fact you can set up skills for the old group so basically i said the technical expertise for everyone in this group uh we've got five members in there so henry caleb sarah daniel craig and emily jason so everyone here has the technical expertise skills however um skills can be also assigned only to users more specifically for example sarah white's let's just enter in this um in this record okay so as you can see sarah is very good at speaking german so probably um she will be able to deal with um to deal with requests are written in german um but the last question is how to identify skills um and make them match with work items and this is the last very important things to do it's the skill determination rules that will allow you to do the match so i will just enter it it will probably take a little bit of time here it is yeah so um you have the choice first of all to use a basic condition as usual but also to use a script and here we can see that based on the code of the country um worker intents will be able to uh match a certain language skill what i will show you right after so this is it for the implementation part i will just impersonate sarah white which as a reminder speaks german very well okay and i will just enter its is our agent workspace right there okay it will take a little bit of time all right so here basically sarah has the choice between different uh present states and to be able to receive the work item she needs to be available in this case so we will just set it like that after that i will just access the portal of sam collins which is a german um a german consumer i will just translate to english that it's easier so he has the opportunity to request product help right there we'll enter it perfect here it is so you will need to choose the right products to explain uh the problem so for example um i am encountering i'm encountering uh problems the screen of my sl 100 and of course you will be able to write a description as well and finally to submit the case all right this is done so when going back to sarah white's agent workspace you can see that she just received um the the problem from sam collins and she has um the timeout right there before uh the work item is re-routed to another agent in the group so she has the possibility to reject or accept as a reminder she can reject it because we decided it was possible and when she will accept it this will create a case recall because again which we've chosen to use the cases as a table to store the information then she will be able to access all the cases and we can find it there and then sarah will be able to start working on it so i hope that you enjoyed my small demo and this is it for me coronel the floor is yours again okay yes so now um as promised there's a time for a q a i've seen that there was already a question lined up regarding [Music] um outlook uh hunts in the meantime you've answered that but perhaps a word of explanation uh about outlook and servicenow yeah so there's a integration option with outlook but the purpose of the integration option is not to use outlook as the let's say the main interface for for agents it allows extra uh integration options more for let's say other people in your company like uh sales representatives or account managers getting uh emails from customers they uh can easily add them for instance do servicenow from outlook but for the agent itself well if you start doing all the your service service delivery from outlook you will miss all the uh the features existing service now as the uh the link with the knowledge base the the machine learning the artificial intelligence etc so that's really why you um you should use the workspace from servicenow as a the main tool for for your agents but yes there are integration options not only with outlook but also with microsoft teams for instance they're also for mainly for yeah notification purposes or for your customers more talking about internal customers when they want to to raise a complaint or to to order something they can use that via their teams as well okay yeah okay thanks for that i think that already clarifies uh at least uh to a certain extent uh if there's more information needed or requested on this as mentioned before you can always reach out on us through solutions at asp.e regarding other questions i don't see anything that has popped up for now so um i think that's quite a good sign um so perhaps we can move forward then to the end the conclusion so what have you seen today really is uh why and how servicenow is considered as the platforms of platforms the introduction given by hans at first after which he further elaborated on customer service management in general and lastly we've covered under futures regarding awa also known as advanced work assignment so that was it for today all in all uh we hope that we've reached our goal of showing uh what the value and possibilities are with uh servicenow and more specifically the csm model you can always reach out to us as mentioned before um the recording will also be shared later on with all the people who registered for this session and will later be available on youtube so we do hope you found this in session interesting and more importantly uh we hope that you learned something thanks for watching and see you next time